A Rule uses this format:
IF the caller says/asks something
THEN Seth should respond with your text
Rules are best for short “override” lines like pricing language, discount policy, or a required sentence.
When to use Rules (and when not to)
Use Rules when you want
A short, repeatable answer (1–2 sentences)
A specific wording (example: “Say ‘return request’”)
A policy reminder (example: “Don’t promise delivery dates”)
Do not use Rules when you want
A long explanation (use Knowledge Base)
A multi-step process (use a Flow / Action Flow)
Something that must run inside the Order Status , Request Return, or Escalation flows (Rules won’t apply there)
Important: Where Rules apply
Rules only affect Seth when he is handling support questions not handled in other flows like checking order status, requesting a return, or escalating (the “Other support questions” part of the agent).
So if you test a Rule during those flows, it may look like it “doesn’t work”. That is expected.
How to add a Rule
Go to Seth
Find the section called Using knowledge and rules.
You will see 3 tabs. Click Add rules.
Click + New rule.
Fill in:
IF text (max 160 characters)
THEN text (max 240 characters)
Save the rule.
Turn it on:
Toggle the switch ON
When the toggle is ON, the Rule is live.
Limits (very important)
IF text: max 160 characters
THEN text: max 240 characters
Total Rules: max 1800 characters combined
Tip: If you keep Rules short, you can add more of them.
How to write good Rules
Keep the IF clear
Good IF text sounds like a real caller:
“caller asks if an item is in stock”
“caller asks for a discount or coupon”
“caller asks about shipping time”
Avoid vague IF text like:
“caller says anything”
“caller is confused”
“caller asks a question”
Keep the THEN short
Good THEN text is one simple answer:
One policy line
One sentence
No long lists
One idea per Rule
Don’t mix multiple topics in one Rule.
Do’s and Don’ts
Do
Keep Rules short
Use Rules for wording and policy reminders
Use Knowledge Base for details
Make IF specific so Seth can match it correctly
Test your Rule with a quick call after turning it on
Don’t
Don’t write Rules that conflict with each other
(Example: one Rule says “We do refunds” and another says “We never refund”)Don’t write Rules that conflict with other flows
(Example: when you add a rule where Seth should say he will transfer the call, when that is already handled in the Escalation flow)Don’t use Rules for things that should be handled by a Flow
(Example: full return process, order tracking steps)
Troubleshooting
“My Rule isn’t working”
Check these first:
Is the Rule toggled ON?
Are you under the 1800 character total limit for enabled Rules?
Is your IF too vague? Make it more specific.
Are you testing it during a special flow (Order Status / Request a return / Escalation)? If yes, Rules may not apply. Try asking a normal general question instead.
You can check this by going to the Call history and seeing what the last step is before Seth answers. If it is not "Other support questions", it is in another flow, and Seth does not have the rule.
“Seth follows the wrong Rule”
You probably have two Rules that look similar.
Fix by making the IF text more specific and removing overlap.